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I can’t pair with Joule or I cannot find Joule during pairing.

IMPORTANT:

Android devices running OS version 6 and later require that Location/GPS Services be turned on for a Bluetooth/BLE scan to be successful. If unable to connect or no Joules are found while scanning / pairing, then go to Settings on your Android device, turn on Location/GPS, restart the Joule app and attempt to pair again.

iOS devices running OS version 13 and later require all apps that use Bluetooth must be granted that permission. If you do not see an iOS system alert that pops up asking for that permission when you start the Joule app, or an alert that Bluetooth is turned off / unauthorized when attempting to scan for Joule, then on your iOS device go to Settings > Joule, toggle the Bluetooth permission on, restart the Joule app and attempt to pair / connect again.

If you've previously paired with Joule and it's having trouble connecting via Bluetooth, try our in app troubleshooting:

  • First verify that Bluetooth is enabled on your phone/tablet and when you plug Joule in, the LED is solid white.
  • Fully close then re-launch the Joule app, unplug / plug-in Joule.

  • Proceed to the main menu (tap the three horizontal lines in the upper left).
  • Tap Settings > My Joules > [Joule name] > Troubleshoot Connection.
  • If you see the message 'Checking Bluetooth', please wait while the Joule app attempts to re-establish the Bluetooth connection.
  • If the 'Checking Bluetooth' message changes to 'Bluetooth disconnected / Tap for more information', then tap the Refresh button. Please wait for up to 15-30 seconds. 
  • If the 'Bluetooth disconnected' message persists, tap on that message and then tap 'Try Again' on the next screen.
  • Repeat this process until you see 'Bluetooth connected!'

  • Please note: depending on the speed/age of the phone/tablet you are using to run the Joule app, it may take longer on some devices than others to re-establish the Bluetooth connection. (Scroll down to see more information about this regarding Android devices.)

  • If Joule is connected to WiFi, try disabling Bluetooth on your phone and control Joule via WiFi only.

If you're still having pairing issues, try setting Joule up with a fresh connection. Check out this article for steps on how to do this: Bluetooth or WiFi not connecting? Try this first!

Please refer to your device's manual and contact the manufacturer for information on how to setup and configure your phone/tablet.

Additional/Advanced Bluetooth troubleshooting:

  • Avoid common sources of wireless interference. These include power cables, microwave ovens, fluorescent lights, wireless video cameras, cordless phones, other Bluetooth / WiFi devices. Here's an article that gives great tips on how to reduce wireless interference: 
    Resolve Wi-Fi and Bluetooth issues caused by wireless interference.

  • Disconnect / turn off any other currently running Bluetooth connections.

  • Disable Bluetooth on other nearby devices. (E.g. other phones / tablets / laptops.)

  • Use the Joule app to pair with Joule. Do not try to pair with Joule through the Bluetooth settings on your phone/tablet.

  • Make sure Bluetooth is enabled on your phone or tablet and that your phone/tablet is close to Joule.
  • Make sure your phone/tablet is connected to the internet and cellular data is enabled for the Joule app (if that choice is available).

  • Fully close the Joule app then toggle Bluetooth off and on and/or toggle Airplane mode on and off.

  • Remove any unused Bluetooth pairings on your phone/tablet and/or delete all previously paired devices. (This will require to pair again to any Bluetooth devices you use with your phone/tablet.)

  • Are you trying to use another Bluetooth device while pairing or cooking with Joule? Try powering off all other connected Bluetooth devices before using Joule.

  • If your device is running low on internal storage, increase storage space by removing any unneeded apps/data on your phone.

  • Close down unused apps running in the background.

  • Remove any third party Bluetooth manager apps.

  • Update the phone/tablet's system software.

  • If you have access to another smart phone/tablet, try using that device to pair with Joule.

  • If using Android:
    • Turn on/allow location services permission for the Joule app.
    • Turn on GPS / Location on your phone / tablet and turn on Bluetooth Sharing (sometimes called high accuracy mode.) On Android 6.0 and later, IF YOU DON'T TURN ON GPS / LOCATION, NO JOULES WILL SHOW UP IN THE SCAN!
    • Be patient. (Re-)establishing a Bluetooth connection on an Android device may take up to ~20-30 seconds depending on the situation. If a Bluetooth connection attempt is having trouble resolving, Android OS has a hardcoded Bluetooth "supervision timeout" of ~20 seconds which may need to finish before another connection is attempted. This phenomenon can be exacerbated if the Bluetooth signal is weak/flaky because of distance and/or outside interference. It will also vary from device to device and Android OS version to version. (This timeout was reduced to ~5 seconds on Android 10, so we expect this will be occurring less frequently on devices running Android 10 or later.)
    • Toggle on/off Camera permission for the Joule app.
    • Toggle Bluetooth and/or Airplane mode on/off.
    • Clear the cache/data for Bluetooth and the Joule app.
    • Disable battery/power saver modes (e.g. battery optimization, doze mode, do not disturb).
    • Enable Bluetooth scanning and/or high accuracy mode.
    • Enable background data/sync/refresh for the Joule app.
    • Reset network settings. (Full refresh of all network settings: WiFi, Bluetooth, mobile data. In short, it wipes out all network related settings and refreshes it to default.)
    • Clear/delete the cache partition. Please consult your Android phone's online manual for how to do this for your specific device.
    • Always a good idea to restart your phone/tablet after making any of the above changes.

  • If using iOS:
    • In Settings > Bluetooth, select Allow New Connections (if that choice is available.)
    • In Settings > Battery, deselect Low Power Mode.
    • Enable background app refresh for the Joule app (if that choice is available.)
    • As of iOS 13.x and later, all iOS apps that use Bluetooth must be granted permission. If there isn't an alert that pops up asking for that permission when you start the Joule app, you may need to go into your phone / tablet's Settings > Joule and toggle the Bluetooth option on.

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